Mon, 26 Feb 2024 11:59:29 GMT
Cisco Level 2 Collaboration Engineer - Ghana

Cisco Level 2 Collaboration Engineer - Ghana
Fidelus Technologies, Ghana

1 Year
0 - 0
Job Type
Job Shift
Job Category
Career Level
Total Vacancies
1 Job
Posted on
Oct 20, 2023
Last Date
Nov 20, 2023

Job Description

We aren't a startup (we're 20 years young), and we aren't a Fortune 1000 company. We're in the sweet spot: big enough to compete for any client in our target market and small enough to be nimble and not bogged down by corporate bureaucracy.

Culture is incredibly important to us and to you. Really. Everybody says they have a great culture, but unfortunately, it doesn't always mean it's true. We think intensely about our culture. Does that mean ours is perfect? It's not, but what it does mean is that we talk and strategize about it constantly and hold a very high bar for teamwork and our values, making Fidelus an exceptional and fun place to work. Why? Because it benefits you and our clients.

Fidelus is a best-in-class technology solutions provider. Our clients are a who's who in some of the most demanding environments like large legal and healthcare organizations. Do they love us? Well, you decide: our Net Promoter Score (NPS) is a whopping 70 vs. the industry average of 37!

We are currently hiring for the following shift: Mon-Wed 2:00 PM - 10:00 PM and Saturday-Sunday 4:00 PM - 12:00 AM. Shift times have been listed in GMT. However, please note that this shift will align to corresponding US-based shift times, so the shift will change by 1-hour during US Daylight Savings Time.

What You'll Do

The Fidelus Managed Services team specializes in advanced troubleshooting, maintenance, and proactive amp; reactive support for Cisco Network, Collaboration, and Unified Communications environments of all sizes. The Managed Services team is dedicated to delivering a world-class experience to our customers. The Support Engineer is a vital, customer-facing role within the team, leveraging your expertise to manage our customers' Network and Collaboration environments.

In this role, you will be responsible for assisting Level-1 engineers in resolving basic technical problems and serving as an escalation point for more advanced or elevated severity issues within a customer environment by confirming the validity of the problem and seeking out known solutions related to these more complex issues. You will take on complex issues, and develop and leverage your expertise and skills to provide effective solutions to our client's challenges.

We are looking for individuals who are prepared to take advantage of our training resources, study, expand and apply their expertise and technology skill set. If this sounds interesting to you, and you are a Support Engineer who is a customer-centric, innovative, results-driven, organized, and an adaptable team player with exceptional communication skills, who loves to work in a fast-paced environment, we want to talk to you!

  • Responsible for following Incident and Change, Problem and Release Management processes to support client environments.
  • Perform in-depth troubleshooting and fault remediation on Cisco Collaboration and Networking issues.
  • Perform Case Management and maintain up-to-date documentation on assigned open issues.
  • Perform vendor escalation and work with Level 1 and Level 3 Engineers to resolve technical issues.
  • Provide Event Management and L2 Case Triage within target SLA's


  • Applicants should have 2-3 years of relevant experience providing support for Cisco Unified Communications, Collaboration, and Networking technologies.
  • All applicants will be required to demonstrate proficiency in and actively hold and maintain a valid certification for a Cisco Certified Networking Associate (CCNA) level or higher in Collaboration or Networking.
  • Applicants must have excellent troubleshooting skills, a great understanding and demonstrated comfort level with fundamental Cisco Unified Communications and Collaboration technologies, concepts, platforms and upgrade processes including.
    • Cisco Call Manager - Understanding of dial-plan and call flow, partitions and CSS, media resources, and user management.
    • Cisco Collaboration Endpoints - Management of SCCP and SIP phones, conference stations and video endpoints
    • Cisco IM amp; Presence - Jabber problem reports, presence user assignments, basic troubleshooting of Jabber logins etc.
    • Cisco Unity Connection - User management and provisioning, configure notifications, understanding of call routing to Unity.
    • Cisco Contact Center Express - Understanding of call routing to/from UCCX, Finesse features, Finesse agent provisioning.
    • Cisco Digital and Analog Voice Gateways - Enabling and gathering of debugs and call statistics, IOS upgrades.
    • Cisco Unified Border Element - Basic knowledge of CUBE functionality and call routing capabilities.
    • Cisco Mobile Remote Access - Basic knowledge of MRA registration - platforms involved, functionality, log gathering.
  • Prior implementation experience is a plus.
  • Prior experience working in a TAC environment is highly desirable

Job Specification

Job Rewards and Benefits

Fidelus Technologies

Information Technology and Services - Washington, District of Columbia, United States
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